New Patient Specialist Supervisor

The Villages Health•The Villages, FL

About The Position

The Villages Health is a patient-centered primary care driven, multi-specialty medical group with over 800 team members. Our unique care model gives us both the time and resources to truly care for our patients, along with a company culture that supports a healthy work-life balance for our team members. Our purpose, mission and vision is to empower Villagers and the surrounding communities to live out their dreams by keeping them healthy and healing them quickly. Together, we are changing the way healthcare is delivered and are making a positive difference in the lives of our patients and the communities we serve. In doing so, The Villages Health is creating America’s Healthiest Hometown. The New Patient Specialist (NPS) Supervisor plays a critical leadership role within the Sales and Marketing Department. This position is responsible for supervising and supporting the New Patient Specialist team, ensuring operational excellence in the acquisition, onboarding, and retention of new patients across The Villages Health /CenterWell primary care centers. The NPS Supervisor provides coaching, training, and performance management to the NPS team while collaborating closely with Sales, Marketing, Community Outreach, and Call Center teams to support growth initiatives. This role ensures the team delivers a high-quality concierge experience to prospective patients while meeting organizational growth goals, particularly among Medicare Advantage (MA) eligible populations. The NPS Supervisor also supports lead generation initiatives, monitors performance metrics, and helps develop strategies that improve patient acquisition, conversion, and retention. This position typically works 40 hours per week, with occasional evenings or weekends required during key enrollment periods including: Annual Enrollment Period (AEP): October – December Open Enrollment Period (OEP): January – March Special Enrollment Period (SEP): April – October The NPS Supervisor may also provide coverage for New Patient Specialists when needed and assist with reporting, administrative tasks, and operational coordination.

Requirements

High School Diploma or equivalent required
Minimum 3 years of sales, healthcare operations, or related experience
Demonstrated passion for patient service and community engagement
Proven ability to meet performance and growth goals
Knowledge of healthcare systems, particularly Medicare and Medicare Advantage
Understanding of HIPAA regulations and patient privacy standards
Strong customer service and conflict resolution skills
Strong organizational and data tracking abilities
Proficiency in Microsoft Office (Excel, Word, Outlook)
Ability to effectively present information in one-on-one and group settings
Excellent interpersonal and relationship-building skills
Ability to guide prospective patients through complex healthcare decisions
Ability to track leads, activities, and outcomes within CRM systems
Ability to meet or exceed patient acquisition and service goals

Nice To Haves

Associate degree preferred
Experience in healthcare, primary care, or medical office settings preferred
Experience with Salesforce or other CRM systems preferred
Knowledge of Medicare and Medicare Advantage plans preferred

Responsibilities

Supervise, coach, and support the New Patient Specialist team to ensure alignment with organizational growth and service goals.
Conduct regular one-on-one meetings, performance evaluations, and coaching sessions with team members.
Provide onboarding and ongoing training for New Patient Specialists.
Monitor individual and team performance metrics and provide strategic guidance to improve results.
Develop and implement strategies with the Director-Growth and Retention to enhance patient acquisition and retention.
Oversee the follow-up and conversion of warm leads generated through marketing, community outreach, call center activity, and walk-in inquiries.
Ensure leads are properly documented, tracked, and followed through within the CRM system (Salesforce).
Identify opportunities to improve lead generation, patient engagement, and conversion rates.
Support initiatives that strengthen relationships with insurance agents and referral sources.
Represent The Villages Health/CenterWell at community events, marketing events, and outreach initiatives to attract new patients.
Participate in outreach initiatives such as the Lifestyle Expo and other community engagement events.
Build and maintain strong relationships with insurance agents and strategic partners to support patient growth.
Guide prospective patients through the new patient journey, including education about the care model, accepted insurance plans, and enrollment process.
Support patients with scheduling tours, selecting providers, and booking new patient appointments.
Ensure a concierge-level patient experience consistent with The Villages Health brand and service standards.
Verify insurance eligibility through available internal resources.
Monitor patient reports and retention metrics.
Follow up with patients who have terminated services and document reasons for termination.
Support retention strategies including outreach and patient re-engagement efforts.
Track patient interactions and outcomes within Salesforce CRM and other reporting tools.
Identify patients eligible for Medicare Initial Enrollment Periods (IEP) and conduct proactive outreach to support successful transitions.
Support sales and enrollment initiatives during AEP, OEP, and SEP campaigns.
Prepare and deliver reports to the Director-Growth and Retention related to performance, growth metrics, and team productivity.
Monitor patient lists and reconcile data between internal systems when necessary.
Assist with operational coordination between departments to support patient growth initiatives.
Maintain compliance with HIPAA regulations and organizational policies related to patient information.
Adhere to all applicable healthcare compliance standards.
Support colleagues and collaborate across departments as needed.
Participate in meetings, training sessions, and special projects.
Perform other duties as assigned to support organizational growth initiatives